MSP Tips - Why most of our clients use ConnectWise or Autotask for ticketing

Support Adventure has worked with over 30 MSPs, and the most organized ones use one of two ticketing systems: AutoTask or Connectwise. They mostly use ITGlue for documentation.
Which one should you choose? They are both quite similar in feature set, and they give you control over the workflow and accountability, and giving you data afterwards for how it comes together, to improve your service.
We prefer ConnectWise because of the Service Desk view, with the visuals (red/green arrows). Green arrows mean the ticket is scheduled in the future, while red arrows mean the ticket has been scheduled in the past. This view allows you to see which tickets have likely had the ball dropped. From a Service Desk perspective, what ConnectWise does really well is manage your technicians's time and schedule well, ensuring they have accurate information about what is assigned to them. You can do workflow rules (for example, if a ticket is idle for more then a day, send the technician an email). These rules allow for a great degree for customization.
Every ticket should end with one of 4 things:
1. Ticket Resolved
2. Next Steps (Technician is taking responsibility to take next steps, have a plan for next steps)
3. Waiting For (i.e. Waiting for user or vendor to get back to them, technician can't take the next steps)
4. Escalation Required (Another person needs to pick up the ticket, due to lack of expertise/time/ability/etc.)
At the end of the day, it depends more how the ticketing system is used, not only which ticketing system you use. If you need help making your ticketing system, and business processes more efficient and effective, send Eric an email!
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If you are interested in Eric's guide, download it for free here:
www.supportadv...
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